Case Study: ABR Achieves Higher Guest Satisfaction with ReviewPro

The Association of Resorts in Brazil Using Guest Feedback Analytics to Drive Excellence

ABR, the Association of Resorts in Brazil, represents 50 of the country’s leading resorts and wanted a better way to monitor online reputation by department. The organization needed to identify service strengths and weaknesses across its member properties so it could improve guest satisfaction, strengthen best practices, and outperform competitors. ReviewPro’s guest intelligence and Online Reputation dashboard helped provide the analytics ABR needed.

ReviewPro implemented its Online Reputation dashboard and Global Review Index™ (GRI) reporting for each resort, giving ABR and its members access to detailed property-level and competitor benchmarking data. The association used these insights to create monthly performance reports, group resorts by region, and set a minimum GRI target of 80%. As a result, ABR improved differentiation from competitors, increased focus on service excellence, and saw a one percentage point increase in GRI with a positive trend versus the same period in 2015.

ABR

Luigi Rotunno

President